HR Cost per Employee: Staff, Systems and External Services and the Cost per Case
This lesson is part of the course
In this lesson
You total the cost of the HR function by type, divide it by employees and by cases and show how much of it is bought in from outside.
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Lessons in this course
- HR Staffing Ratios: HR FTE per 100 Employees, Employees per HR FTE and Benchmark Bands Locked
- Case Logs: Cases by Category, Channel and Site and Cases per 100 Employees Locked
- Resolution Times: Working Days, Median and 90th Percentile Locked
- Service Levels: Targets per Category, % Met, Breaches and the Backlog at Risk Locked
- Tiers and Escalation: First-Contact Resolution, Tier 2/3 Share and the Cost of Escalations Locked
- Self-Service: Portal Rates, Deflection by Knowledge Articles and the Effect on Cases and FTE Locked
- HR Cost per Employee: Staff, Systems and External Services and the Cost per Case Locked
- Capstone: Capacity Plan – Forecast Cases, FTE Needed, a Portal Scenario and a Trend Chart Locked